“I have for the past 10 weeks or more been in a one way battle with Netgear support.
I bought the AX12 Wi-Fi 6 router (RAX200)- AX11000 Tri-Band on the 10th May, delivered 13th. Around early July I started having trouble but put it down to other things simply because the router was new. I kept losing the connection to my TV, Amazon Prime Cube, CCTV cameras (I have 8) and that dreaded word "Alexa" as all my lights amongst other things are that word controlled.
I at last tracked the trouble down to the 2.4 GHZ on the router because it kept dropping out. Since the 27th July, (so that makes the router 10 weeks old) I have had 10 different support case numbers assigned to my router problem. I was promised a refund as the factory was closed and not making any because of the coronavirus and were out of stock.
I was also promised an “RMA” which is Netgears’ return process on the 27th July but as of today 30th August NOTHING. I have spent over 15 hours on the telephone with their support staff and every single time you tell the first one, too technical for her so she puts you onto a “Tech 1 Person” you tell them and they put you onto a “Tech 2 person” and then you tell them all over again and they put you onto a “Tech 3 person” so on and so on and each time you have to hang on for 30 or more minutes for the next one to answer.
Today the 30th August I spoke again to their support unit and was told that I had to send the unit back first and have it checked and so I replied but you still haven’t told me where to send it and I said no, I want a refund as promised because you are out of stock and the factory closed…..She said that was “UNTRUE” so I asked why I was told that and she couldn't answer. She sent me an "RMA" while I was on the phone and told to check my e-mail. I was told by a person "M P" they were out of stock.
I insisted that I wanted a refund or a replacement first because I could no longer trust what I was being told to the reply “you can trust me” I again said no I can't, I trusted MP and where did that get me? to which I was told no refund or replacement until I sent back first…..I told her I would see them in court and that would mean solicitors fees, court fees, my refund and I would request compensation and put the phone down.
In desperation, on the 24th August I sent an e-mail explaining everything to Netgears’ : UKsales, Media Inquiries: Investor Relations:
NOTHING FROM ANY OF THEM NOT EVEN AN ACKNOWLEDGEMENT.
I will also send a copy of this review to them as well.
After reading this it is now up-to-you if you still want to chance buying anything from NETGEAR.”
